Call Center Representative

2 weeks ago

Aurora, Illinois, United States Versiti Inc. Full time
Job Summary

This role is responsible for creating an exceptional donor experience through assigned outbound call activity for any of our sites as well as other phone-related tasks. The successful candidate will be accountable for individual metrics as well as meeting monthly team collection goals.

Key Responsibilities

  • Adhere to work schedule and meet productivity, quality, and service level goals
  • Provide compelling messaging to donors to influence blood donation
  • Provide blood donation information and convert donor into appropriate donation type based on donor eligibility
  • Answer donor questions, requests, and concerns via phone and text
  • Recruit new donors by asking existing donors for family/friend referral
  • Educate and motivate donors to schedule their next donation appointment
  • Attend training and implement techniques/tactics taught into workflow
  • Maintain accurate donor information in profile
  • Ensure donor requests are carried out by making the appropriate request and following up to ensure completion
  • Participate on team projects, as assigned
  • Demonstrate Versiti's core values daily
  • Execute service recovery techniques in order to address donor concerns/complaints
  • Provide excellent customer service by always doing what is right for the donor
  • Advocate Versiti's mission in the community
  • Perform other duties as required or assigned which are reasonably within the scope of the duties in this job classification
  • Understand and perform in accordance with all applicable regulatory and compliance requirements
  • Comply with all standard operating policies and procedures


Requirements

  • High School Diploma required
  • 1-3 years customer service experience, preferably in a contact center environment required


Preferred Qualifications

  • Excellent verbal and written communication skills
  • Ability to demonstrate sales techniques and overcome objections
  • Good attention to detail and accurate data entry skills
  • Results-oriented / collaborates with management to meet individual goals
  • Ability to multi-task and proactively communicate progress/obstacles
  • Ability to perform in a team-oriented environment
  • Proficient computer skills (Microsoft Office) and ability to learn job-specific applications
  • Moderate to high level of experience working within a multi-channel contact center (social media, chat, email, text)


About Versiti

Versiti is a fusion of donors, scientific curiosity, and precision medicine that recognize the gifts of blood and life are precious. We are home to the world-renowned Blood Research Institute, we enable life-saving gifts from our donors, and provide the science behind the medicine through our diagnostic laboratories.

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